*********** Service All Around

o angry and frustrated Vodacom In December my son cracked the screen of his Samsung A5 and it was determined to have it repaired or to do a Premature Cancellation Contract would amount to the same thing. As we were leaving in two days for Thailand for my other son's wedding time was of the essence also. We paid R2609 as the contract was due only Oct 2017. Marking very clearly at the bottom that we wanted to KEEP the same no. Ale was in Matric and he's results were going to be texted to that no. being foremost in our minds. Off we go to Vodacom The Glen where we have to show them all sorts of documents the one in particular stating its Premature Cancellation, obviously proof of payment, nothing was allowed to be done until this was proven. Yay Alessandro gets a Samsung S7 we tell the consultant Dean we want to keep the no. I sign all the documents and leave after about 11/2 to 2 hours in the store. We fly to Thailand for the wedding and I get back to urgent sms's from Dean please come in there's a problem with the sim. No problem I go in do some more signing follow HIS advice, apparently the sim wasn't working. Alessandro had been using his phone the entire time. Fast forward to April the S7 gets ******. Cellsure didn't want to pay for the S7 but for the A5, I should have realized AT THIS POINT, that there was a problem with the contract!!! They still had the A5 as listed, after I sent the paper work through and many, many calls to different people one very good young lady Zandile at Cellsure took it to her supervisor and sorted it out for me. I go back to The Glen get a new phone from Dean, again. Now sitting in hospital two weeks ago with nothing much to do I open up my Vodacom app. as I needed to buy more data. I was flabbergasted to see I have another contract!!!!!!!!! Couldn't wait to get out to go and ask at Vodacom about this. It turns out that the contract WASN'T closed in December and Dean opened up a new contract with a new no. Okay surely we can close the new no. down as we TOLD HIM that we wanted to keep the other no. He insists he told us that when you open up a new contract you get a new no and he told us. Writing a sim no. down on a contract doesn't mean you've told the person squat. He contradicts himself by putting the correct no, the one we need to keep on the insurance form. He has been removed from sales to technical, I wonder why? Now the problems arise Vodacom CANNOT cancel the contract because its been more than 30 days. The assistant Manager and the Manager at the The Glen have been very helpful but we are still left with the short end of the stick because we cannot keep the no. we wanted. The new no. is sitting with R1200 of airtime in it, we have lost R400 of airtime, also. Its like cutting a person than rubbing salt in the wound. Our options are to keep the original no. we keep it as a prepaid and have to buy airtime and data for it whilst still paying for the other contract. We were told to look at doing a Premature Cancellation on the contract - it'll cost R9337.28!!!!!! So our only option is to cancel the contract that was supposed to have been done in December and lose that no. We need to keep the original no. My son has been playing Chess for South Africa for the last 10 years. His no. is registered with SASCOC and with CHESSA but besides that all his friends that he's made from around the world when he played in The World Youths, African Youths and Junior Chess Olympiads have that no. Its very easy for somebody to say cancel that no and give your friends your new no. Why should we be penalized because of the incompetence of Vodacom's employee. I did everything correctly! Oh Vodacom how did you mess up let me count the ways. 1. I paid for the contract to be closed in December as at August 2017 its is still open. (money was reimbursed over 3 months) 2. Contract taken out wanting to keep the no. Given a new no. Your EMPLOYEE on the same contract two different sim numbers. Is that legal when its not intentional? 3. April, four months after the contract was supposed to have been closed, the incorrect phone was still on their system. 4. New phone given in April the original contract still not sorted. 5. The worst is your excuse that the system doesn't allow to correct all the mistakes that have been made by YOUR EMPLOYEES. Why must I be penalized because of the incompetence of your staff.